OBJECTIVES OF THE PROGRAMME
The objective of the Division of Business Operations (BOS) is to support the work of WHO in the European Region through delivery of services within the areas of human resources, finance, contracting and procurement, legal advice, information & communications technology, printing, security, facilities management, fixed assets, conference support, travel and transport, and staff wellness and well-being. As an enabling function, the division enhances the productivity of the health technical programmes and country offices while at the same time overseeing accountability, transparency and compliance with WHO administrative rules and regulations. The BOS division strives to strengthen the capacity of WHO/Europe to react in an agile way to external and internal changes. The division projects are designed to increase productivity, ensure financial sustainability of the region’s structures, reinforce a client-oriented culture, strengthen country office capacities, and drive strategic initiatives to enhance staff motivation and well-being.
The purpose of the Information and Communications Technology (ICT) Unit is to provide and oversee innovative, effective, and value-for-money technology solutions throughout the WHO European region, including country offices and geographically dispersed offices, as well as to the UN City located in Copenhagen, Denmark. ICT ensures connectivity, quality equipment, software solutions, access to and security of data, and customer support to optimize a digital WHO to deliver its strategic goals (three billion targets). ICT further provides connectivity, communication technology and client support to staff in the organizations of the UN City, Copenhagen.
DESCRIPTION OF DUTIES
To manage the infrastructure and service desk support within the WHO Regional Office for Europe, including country offices and Geographically Dispersed Offices (GDOs).
Management and Communications
Supervise and manage the work of the ICT Infrastructure and Service Desk teams at the EUR Regional Office and provide technical oversight of ICT support in countries and Geographically Dispersed Offices (GDOs):
- Provide managerial and technical guidance and advice to supervised staff, coordinate, identify and communicate work priorities to staff under his/her supervision, assess staff performance and technical capabilities and facilitate an empowering work environment.
- Foster the development and implementation of best practices towards high performance through a culture of innovation, efficiency and delivery of services.
- Identify training needs of the team and recommend updating, as required, of their technical skills to have the necessary knowledge and technical skills required to handle their duties.
Technical Delivery
Ensure standardized and reliable ICT service desk functions and ICT infrastructure in the Regional, GDOs and Country Offices:
- Implement ICT change management processes in accordance with organizational standards.
- Provide advice on ICT procurement standards for ICT and for staff in the Region.
- Ensure all ICT standards, operating procedures, and policies for infrastructure and end-users are documented, kept up-to-date and communicated.
- Liaise with the UN ICT team to leverage the UN City ICT data, voice and video infrastructure for EURO operations.
- Implement support processes for EURO Service Desk in line with Global Service Desk standards and procedures.
- Analyze Help Desk requests, resolution times, and support trends and adjust support processes and resource allocation to ensure continuous improvement of support quality.
- Ensure that ICT external vendors/contractors providing support to WHO infrastructure and staff in Country Offices and GDOs are appropriately trained to provide effective support of WHO ICT systems in line with established support procedures and organizational standards.
- Coordinate with Global Service Desk on the implementation and streamlining of regional support process to ensure proper handling of service requests and effective escalation path.
- Leading the ICT Infrastructure implementations, changes and adjustment in the Regional and Country Offices and recommend changes to systems, configurations, and processes to meet organizational ICT standards.
- Plan and implement appropriate computing and connectivity solutions in all European Region offices to meet technical and business units' needs in line with global priorities.
- Implement and manage monitoring systems to measure uptime, availability and compliance for infrastructure, networks and connectivity in line and integrated with global monitoring systems and report and escalate to GSD as required.
- Assess the support needs and level of ICT support in Country Offices and in RO, recommend and implement measures to improve the quality and effectiveness of ICT support, including necessary equipment.
Information Security
- As the Information Security focal point for the European region, ensure implementation of the ICT Security plan and global procedures and guidelines at the Regional and Country Offices, in close coordination with the Chief Information Security Officer (CISO) at headquarters:
- Implement security processes in accordance with global security policies and guidelines.
- Ensure latest operating systems and security fixes and patches are applied to all end- user computing equipment and ICT infrastructure components in a timely manner in line with WHO processes and procedures.
- Under the guidance of the Manager ICT and the Chief Information Security Officer (CISO) at headquarters, implement ICT security awareness activities at the Regional and Country Offices.
- Perform regular IT security tests and audits in EURO offices and ensure adherence to the organization’s ICT and Information Security policies and procedures.
Emergencies Support
- Provide support to emergencies in the region, in close coordination with the WHE at EURO and IMT/HQ teams to ensure ICT systems are up to date and available for emergencies
- Responsible for alignment and interoperability of EURO emergencies facilities with WHO emergency operations capacities, globally and with other WHO regions
- Responsible for infrastructure readiness in emergencies and crisis situations
Other: Perform any other related duties, as required.
REQUIRED QUALIFICATIONS
Education
Essential: University degree (Bachelor’s level) in computer sciences/engineering, telecommunications, electronics or other relevant discipline.
Desirable:
- University degree (Master’s level) in any of the above fields.
- Microsoft and CISCO technologies certification.
- Training in project management (e.g. Prince2), ITIL.
- Specialized training in IT technical areas or relevant work experience in large offices.
Experience
Essential:
- At least 5 years of professional experience in service delivery and in the implementation and management of complex IT systems and services in a large/complex organization.
- Documented experience with IT security at a regional level or in a large office.
Desirable: Relevant experience within WHO, the United Nations or other international organizations.
Skills
- Knowledge of the principles, theories, practices and techniques for managing the activities relating to planning, managing and implementing IT systems and services for the office.
- Good knowledge of systems lifecycle.
- Knowledge across multiple technical areas such as IT administration, systems analysis/development methods, databases, IT infrastructure management, IT security, IT service delivery, and business process analysis.
- Ability to plan and coordinate a wide variety of activities in different IT areas.
- Vendor contract and outsourcing management.
- Ability to identify and manage one’s own emotions, as well as helping others to do the same.
WHO Competencies
- Teamwork
- Respecting and promoting individual and cultural differences
- Communication
- Producing Results
- Moving forward in a changing environment
- Creating an empowering and motivating environment
Use of Language Skills
Essential: Expert knowledge of English.
Desirable:
- Expert knowledge of Russian.
- Expert knowledge of French.
- Expert knowledge of German.
REMUNERATION
WHO salaries for staff in the Professional category are calculated in US dollars. The remuneration for the above position comprises an annual base salary starting at USD 64,121 (subject to mandatory deductions for pension contributions and health insurance, as applicable), a variable post adjustment, which reflects the cost of living in a particular duty station, and currently amounts to USD 2698 per month for the duty station indicated above. Other benefits include 30 days of annual leave, allowances for dependent family members, home leave, and an education grant for dependent children.
ADDITIONAL INFORMATION
- This vacancy notice may be used to fill other similar positions at the same grade level
- Only candidates under serious consideration will be contacted.
- A written test and/or an asynchronous video assessment may be used as a form of screening.
- In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.
- According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible.
- Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.
- Staff members in other duty stations are encouraged to apply.
- The WHO is committed to creating a diverse and inclusive environment of mutual respect. The WHO recruits and employs staff regardless of disability status, sex, gender identity, sexual orientation, language, race, marital status, religious, cultural, ethnic and socio-economic backgrounds, or any other personal characteristics.
- The WHO is committed to achieving gender parity and geographical diversity in its staff. Women, persons with disabilities, and nationals of unrepresented and underrepresented Member States (